Trendyol Express - Contact Center Development Professionals

Job description

About the Team Trendyol Express is the next-generation, global delivery platform that prioritizes customers, leveraging cutting-edge technology, flexible operational infrastructure, and a dedicated, strong team. With a fast-paced and collaborative culture, we overcome challenges through data, agility, and teamwork. As we expand across regions, we set new standards in logistics — delivering impact at every step. About The Role: We are looking for a professional who optimizes end-to-end customer journeys in contact center operations, develops KPI management and action plans through data analysis, and leads RPA and AI-based automation initiatives while focusing on planning and operational efficiency. Responsibilities: - Designing, updating, and optimizing end-to-end customer journey processes - Determining KPI targets, monitoring performance regularly, and sharing reports - Analyzing operational data to provide regular reporting and developing action plans - Identifying RPA and AI-based automation opportunities and managing the implementation process - Managing call center planning and forecasting processes while ensuring operational efficiency - Analyzing customer feedback and contac...